Customer Service Representative (Japanese) - Cigna Healthcare

Cigna; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

The Cigna Group is seeking a Customer Service Representative who speaks Japanese for our APAC operations in Kuala Lumpur. You will be the first point of contact for members and clients, handling insurance claims and policy inquiries with a strong focus on timely, accurate responses.

Ideal candidates are native or near-native in Japanese, fluent in English, with excellent communication and problem-solving skills. Experience in health insurance or call centers is an added advantage.

Qualifications

• Native or near-native proficiency in Japanese (spoken and written).
• Fluent in written and spoken English.
• Strong customer focus with ability to resolve problems independently.
• Excellent interpersonal and communication skills.

Responsibilities

• Receives requests by email and telephone regarding insurance claims/policies.
• Provides first-contact resolution with timely responses on medical claims.
• Follows operating procedures and policy terms.
• Provides accurate information about health benefits.
• Ensures turnaround times are met and inquiries are resolved within timescales.
• Collaborates with internal departments and external partners.
• Supports team members and contributes to operational goals.
• Performs ad hoc tasks as required to meet business needs.
• Responds to inquiries, grievances, complaints, or appeals with clear communication.

Skills

Japanese language

English proficiency

Customer focus

Communication skills

Decision making

Attention to detail

Team support

Process orientation

Call centre experience

Job description

Position: Customer Service Representative (Japanese Speaker) - GEH APAC

Job description

As a Customer Service Representative you will be the first point of telephone contact for our global member who holds global employer health insurance with us. Previous experience in customer service is essential for this role.

Key responsibilities

• Receives requests by email and telephone regarding insurance claims/policies. Responds to inquiries from policy holders, clients, brokers and/or others.
• Provide the highest level of customer service, striving for first-contact resolution, responding within agreed timelines on medical claims in line with customer benefits.
• Ensure that all operating procedures and regulations are followed in accordance with policy terms and conditions.
• Provide quality advice and information to customers regarding their health benefits.
• Ensure turnaround times are met and ensure enquiries are settled within required timescales.
• Build relationships with internal departments and external service partners to ensure resources are fully utilized for the benefit of the customer.
• Actively support team members and contribute to the achievement of operational goals.
• Carry out any ad hoc tasks as required to meet business needs.
• Excellent interpersonal skills, ability to understand and interpret policy provisions. Independently responds to inquiries, grievances, complaints, or appeals ranging from routine to moderate complexity.

Minimum requirements

• Native or near-native proficiency in Japanese (spoken and written)
• Fluent in written and spoken English
• Confident decision-making and sound judgment
• Strong customer focus, with the ability to identify and resolve problems independently
• Proactive and process-oriented
• Ability to maintain high levels of customer satisfaction through effective and timely resolution of member enquiries
• Excellent attention to detail and accuracy
• Strong interpersonal skills, with clear verbal and written communication to both internal and external clients
• Ability to support Team Manager and senior team members with escalations
• Experience in health insurance or a call centre environment is an added advantage

About The Cigna Group

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.